The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies

In many emerging economies and developing countries, comprising consumers from different cultures and with varying degrees of sophistication (knowledge and skill) concerning consumer protection, the promotion of consumers' rights to develop a consumer‐oriented culture remains a very big challenge. One way of protecting the consumer, especially the consumer that has not been fully socialized to execute informed decisions when purchasing expensive durables, is by establishing a redress environment that would ensure fair redress as well as an understanding and appreciation of the consumer. Manufacturers and retailers are often not aware of the performance failures that consumers experience concerning their products because many people do not communicate their dissatisfactions to them. However, unless and until manufacturers and retailers fully comprehend their customers' complaint behaviour, their reasons for engaging in specific complaint behaviour and the reasoning (cognitive processes) and emotional processes behind their behaviour, they will not recognize the link between complaint handling and customer loyalty and profits. The purpose of this paper was to develop a theoretical conceptual framework that would enable consumer scientists, consumer consultants, consumer behaviour researchers and those with the responsibility of handling consumer complaints to explore and understand consumer complaint behaviour in its entirety. We argue that, to be able to establish and manage a redress environment that is characterized by an understanding of the specific consumer as well as by effective complaint behaviour handling, it is of the utmost importance that the manufacturer, retailer, consumer consultant and all those that work with consumers' complaints understand the entire complaint process, including the underlying cognitive and emotional processes as well as the consumer's post‐complaint perception of justice and his/her satisfaction with the complaint handling. It is also important to understand the role that consumer‐, product‐ and redress environment‐related variables play in consumer complaint behaviour. The consumer who blames the retailer for the problem and who probably feels angry about the situation and decides to complain will expect redress. From a consumer's viewpoint, complaint‐related justice is, however, not only a matter of economic calculus but also a matter of procedure and interaction. We therefore argue for a holistic approach where consumer complaint behaviour is addressed in its entirety. Practical suggestions that could enhance customer satisfaction are given for manufacturers, retailers and those who deal with consumers' complaints.     

Ethnicity,body shape differences and female consumers' apparel fit problems

This research compared body shapes, measurements, ratios and fit problems of 234 African (109) and Caucasian (125) women. A three‐dimensional (3D) full‐body scanner generated virtual body images from which circumferential, width, protrusion and height measurements were extracted. Thereafter, circumferential and height ratios were computed. Drop values of key circumferential measurements were used to classify participants' bodies that were later visually confirmed and adopted. Results revealed that triangle, hourglass and rectangle were the three most predominant shapes among African and Caucasian women. There was a significant association between the three most predominant body shapes and ethnicity. There were significant differences in some body measurements and ratios, most of which were observed between African and Caucasian triangle as well as some of the other body shapes and the Caucasian hourglass used in the apparel industry. The differences especially between Caucasian hourglass and the other body shapes may be resulting in the persistent fit problems reported by some of the predominant body shapes at some of the selected body parts. This study therefore concluded that multicultural markets need to identify characteristics of all prevalent shapes within a population in order to minimize apparel fit problems.     

A Critical Reflection on Irish Industrial Policy: A Strategic Choice Approach

This paper offers a critical evaluation of recent Irish industrial policy (IP) experience. It argues that whilst Ireland managed to get some things “right” through its IP, substantial tensions arose through making foreign direct investment (FDI) attraction the centrepiece of policy, without at the same time adopting a more holistic approach in IP which inter alia also placed an emphasis on indigenous firms and entrepreneurship more generally. In particular, greater efforts should have been made much earlier in attempting to embed transnational corporation (TNC)-led activity better into the wider economy, in fostering domestic small firms and entrepreneurship, in promoting clusters, and more generally in evaluating IP more fully – notwithstanding the context which mitigated against such actions. As a result, Ireland as an economy remained vulnerable to strategic decisions made elsewhere by TNC decision makers, with IP effectively contributing to a situation that can be characterised as institutional and strategic failure. Overall, the paper suggests that wholesale emulation of the Irish IP approach is problematic.     

Propensity to Support Sustainability Initiatives: A Cross-National Model

Businesses and the social sciences are increasingly facing calls to further scholarship dedicated to understand sustainability. Furthermore, multinationals are also facing similar calls given their high profile and their role in environmental degradation. However, a literature review shows that there is very limited understanding of sustainability at a cross-national level. Given the above gaps, we contribute to the literature by examining how selected GLOBE [House et al., Culture, leadership and organizations: The GOBE study of 62 societies. Sage Publications, Thousand Oaks, 2004] cultural dimensions are related to individuals’ propensity to support sustainability initiatives in 33 countries. We use data from the World Values Survey [World Values Study Group, World Values Surveys and European Value Surveys, 1999–2001. Inter-University Consortium for Political and Social Research, Ann Arbor, 2004] and test our hypotheses using Hierarchical Linear Modeling (HLM). Results support all but one hypothesis. Specifically, uncertainty avoidance is not related to propensity to support sustainability initiatives. In contrast, performance orientation and assertiveness have the desired negative relationship with our dependent variable while collectivism, future orientation, and human orientation have the desired positive relationship. We discuss the conceptual and practical implications of this study.     

The physically disabled South African female consumer’s problems in purchasing clothing

Physically disabled women today have to face the inconvenience of shopping for their own as well as their families’ clothes and the inability of finding fashionable clothes that fit any disability. A total of 40 physically disabled women between the ages of 21 years and 60 years were interviewed on the problems they experienced when shopping for fashionable clothes that fit their disabilities. A total of 40 clothing shops were observed to get information on the extent to which the shops cater for the needs of the physically disabled consumer. Results from the interviews showed that the majority of physically disabled female clothing consumers experienced major problems in finding fashionable clothes that fit their disabilities. It was also clear that these women experienced problems with unusable access routes, unsuitable parking lots, display racks that are too high, spaces between racks that are too narrow, inadequate space in fitting rooms and a lack of assistance in shops. The observations were compared with the complaints the women had and it was found that these women had not overestimated their problems.     

Why solidarity matters (and sociability doesn't): The effects of perceived organizational culture on expatriation adjustment

This study examines the relationship between perceived organizational culture and cross‐cultural adjustment. Using the organizational culture framework of Goffee and Jones (1996, 1998) that describes organizational culture as the intersection of sociability (e.g., the level of friendliness and socialization between organization members) and solidarity (e.g., the commonality of interests and goals among organization members), this research examines home and host organizational culture as they affect expatriation adjustment regardless of culture novelty (e.g., national cultural differences). The data were obtained through a self‐administered questionnaire filled in by 166 expatriates from 29 nationalities and assigned to 39 countries. The analyses showed that perceived home and host solidarity predicts expatriates' work and general adjustment, though not interactional adjustment. These results confirm that perceived organizational culture is a predictor of expatriation cross‐cultural adjustment. ©2011 Wiley Periodicals, Inc.     

Children as co‐researchers voicing their preferences in foods and eating: methodological reflections

There is an increasing and sustained interest in participatory research with children. We subscribe to these new perspectives by involving children as co‐researchers investigating their preferences when it comes to foods and eating. The overall aim of the research project Sustainable Eating Children's Way: Promoting Healthy Food Habits among Children 10–12 (Barn som medforskare i matlandskap) is to create an understanding of how children's food habits can develop in healthier and more sustainable ways. The specific aim of this paper was to discuss the methods used in the first phase of the project in order to find an answer to the question: ‘Is it possible to gain a deeper and more nuanced understanding of children's preferences in foods and eating?’ The research process in this project can be looked upon as two parallel processes: the overall one initiated by the senior research team and the one incorporating the children as co‐researchers. The children participating were 10‐year‐olds attending two classes in the fourth grade of a Swedish government‐funded school. We found the children knowledgeable and competent as co‐researchers. Involving children in the research processes and giving them freedom to explore is a promising way of letting their voices be heard in health promotion programmes.     

Implications of CAP reform for land management and runoff control in England and Wales

WTO negotiations, as well as problems associated with intensive agriculture, such as overproduction, dependency on high levels of subsidies, diffuse pollution, soil degradation and loss of wildlife, have led to a reconsideration of agricultural policies in Europe. In April 2005, the new common agricultural policy (CAP)-reform came into force in the United Kingdom, decoupling financial support to farmers from agricultural production. Farm income support payments are now linked to compliance with standards (cross-compliance rules) which protect the environment, animal health and welfare. In the light of these policy changes, semi-structured interviews were carried out with 36 farmers in five catchments in the UK to explore interrelationships between CAP-reform, agricultural land management and runoff-related problems. Results from three catchments are specifically highlighted because of their relevance for soil policy.The CAP-reform appears to facilitate and accelerate changes in the agricultural sector that were already happening. It is likely that upland livestock farms will extensify further, which will reduce environmental burdens such as diffuse pollution, soil compaction and runoff. The uptake of agri-environment schemes by individual farmers has increased since the CAP-reform. However, additional impacts are limited as there is a tendency among participants to enter these schemes based on existing features and practices.Although most farmers interviewed for this study appear to recognise the need to reduce soil erosion and diffuse pollution, they are less convinced they should be held responsible for controlling storm-water runoff from farmland that might contribute to flooding downstream. However, there are opportunities to achieve several objectives simultaneously, including improved soil management, runoff control and reduced pollution. Lessons can be learned from farmers’ opinions about CAP-reform, from successful interventions that aimed to reduce soil erosion and diffuse pollution, and also from failures. Recommendations are made for improvements to the current agri-environment schemes and to promote land management practices with less environmental burden.